Government Online Service Quality And Customer Satisfaction: An Investigation Of Three Chinese Governmental Portal Websites

Both service management practitioners and academic researchers have traditionally recognized the major influence that online service quality has on customer online and off-line behavior. Chinese government have recently shown an interest in their Web site service quality, especially, when the amount of Chinese netizen grows faster. The present study has two primary objectives, firstly, to investigate the dimensionality of service quality in a governmental Web site-related context, secondly, to explore the relations between governmental Web service and customer satisfaction. The former objective is undertaken by factor analysis, while the latter by regressive analysis. The results show that the governmental Web service quality has two dimensions, namely, service result quality and service process quality. The former has three factors: tangibility, assurance and reliability, while the latter has two factors: responsiveness and empathy. They both affect customer satisfaction obversely